Customer Support Call Center Administrative Support

Kristen Harmon

Mobile 909-***-****

San Bernardino, CA 92404 *****************@*****.***

Summary of Qualifications:

Over 25 years of administrative support, project coordination, customer service, and data processing. I work with a high level of detail, and troubleshooting is one of my greatest strengths. I have a great track record of working efficient independently, and as part of a team. Through my wide range of experience I am able to source information quickly, work under pressure, and manage my time wisely.

Professional Experience:

WSP USA/IE Commuter

February 2017- February 2023

Administrative Assistant/

Project Coordinator

• Support Employer Services Team in all aspects of compliance partnered employers with AQMD, South Coast Rule 2202.

• Managed inbound calls from 1-866-IECS4HELP Call Center And chat operator on website iecommuter.org

• Worked in a fast-paced environment, managing, and completing many tasks at a time.

• Annual marketing campaign roll out and event. Planning and execution Of said event for over 250+ partnered employers

• Execute every task delegated with great attention to detail.

City of Redlands Emergency Management/Arrow Staffing

February 2016 – June 2016

Administrative Support

• Research and Development and City Emergency Operations Plans, Specializing in Continuity of Operations Plan, Access and Functional Needs Plan and a support role in co- workers research and development of assigned plans.

• FEMA Certified in Incident Command Systems

(ICS) and Community Emergency Response Team (CERT) Certified

• Representative at Public Events

• Assist in planning, organizing, and executing all aspects of Community Emergency Response Team (CERT) training functional exercises for City of Redlands and in conjunction with County of San Bernardino County wide functions.

City of Redlands City Manager and City Attorney offices/Arrow Staffing

October 2015 – December 2015

Receptionist

• Front Office Customer service, update and follow up on various reports for City Manager’s Office, City Attorney and Emergency Operations departments. Received and directed phone calls for City Manager, City Attorney, Public Information Officer and Emergency Operations. Support role with City Council members adjournment meetings.

City of Redlands Purchasing Department/Arrow Staffing

February 2015-July 2015

Administrative Support

• Customer service, Organized and coded vendors to move to e-procurement process for City of Redlands

• Administrative support to Purchasing Manager with monthly reporting Entered set up new vendors and process receiving. Verification and reporting of Sole Source Vendors for City of Redlands, City Manager for the purchases of unique goods or services.

• Help vendors that are current or would like to become vendors for the City of Redlands

• Issue Purchase Orders with multiple departments and divisions: Issue Annual Purchase Orders is multiple fiscal years, report and e-mail to departments and divisions.

• Update/Modify Open Purchase Order report and e-mail to departments and divisions

• Back up for all purchasing functions as assigned.

Garden Works for Kids-Non Profit, Yucaipa

January 2012 - February 2015

General Manager

• Key member in business start up for Garden Works for Kids;

• Obtain business licensing and requirements, network with various organizations, design and business marketing;

• Promote Garden Works for Kids educational resource center and curriculum for students Pre-K thru 5th grade;

• Carry out goals of establishing school gardens by organizing and participating in “Build A Garden Day” at local schools as well as incorporating re-foresting program located in the San Bernardino Mountains for field trips as an opportunity to further educate community youth with Indian Hill Trail in Twin Peaks on Sorano Indian customs and history.

Farmers Insurance – James Light Insurance Agency,

April 2012 - April 2013

Marketing and Office Assistant

• Customer Service and marketing to prospective leads, and client cross-selling

• Personal Lines Quoting including Auto, Home and

Umbrella

• Organized and administrated Dial Your Lead (DYL) program implementation and execution

• Various office duties including but not limited to phone relief, filing, scanning, shredding, miscellaneous office organization and daily account reconciliation including bank deposits.

Full-Time Homemaker

May 2009 - April 2012

• Active PTA Member, Volunteer Parent for Yucaipa High School color guard including transportation to and from school events and competitions, set up and tear down of competition related equipment and refreshments;

• Successfully organizing and executing all aspects of fund raising events;

• Board member for Yucaipa Christian Church food ministries outreach program “Heart to Home”. Field phone calls from community families in need of nightly prepared meals due to illness or disability. Participate in, as well as, schedule volunteers to prepare and deliver meals.

The Water Place, Yucaipa

January 2005 – May 2009

Small Business Owner

• Excelled in customer service and retention with exceptional interpersonal skills.

• Daily operations included daily testing of purification systems and water to meet or exceed state regulations, logging TDS

(total dissolved solids) results, window vend maintenance and cash drawer;

• Balanced daily/monthly cash and credit card merchant sheets, accounts payable and receivable, managed inventory controls, submission of state licensing, sales tax and payroll;

• Effectively anticipated consumer needs of store merchandise and influx in water demand;

Health Focus Holdings, Redlands

June 2002 – January 2005

DME Biller

• Acquiring authorizations and billing for Medicare, various state run medical agencies and private insurances.

• Ensuring qualifications were met prior to dispensing medical equipment;

• Collected payment for services provided from insurance companies and private parties;

• Filing, heavy phones and dedicated follow up for resolution of problem claims.

Larry Malmberg Investigations, San Bernardino

February 1999 – June 2002

Office Manager/Investigator

• Duties included but were not limited to management of sub-contractors, taking and typing reports to and from potential and existing clients, heavy phones, transcription of case notes;

• Court document investigation and retrieval from all branches of family, bankruptcy, civil and criminal court;

• Document investigation and retrieval from various county offices;

• Customer relations with an emphasis in defusing angry or hard to manage clientele;

• Proficient in Microsoft Word, various internal management systems and e-mail formats;

• Supply ordering, basic office maintenance,

scheduling, maintained calendar for meetings and appearances requiring lead investigator’s expert testimony.

Skills:

• Microsoft Suite 360

• Outlook 365 Email/ Calendar

• Type 30 WPM

• Generate Reports

• Event Planning & Coordinating

• Database Management

• Process Faculty Payroll

• Maintain Purchase Orders

• Community Outreach

• Event Planning & Coordination

• Time Management

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